Conduct daily quality evaluations of customer interactions based on established evaluation criteria.
Provide constructive feedback and actionable recommendations to team members, supervisors, and management.
Participate in quality assurance meetings, training sessions, and workshops while contributing ideas for continuous improvement.
Coordinate and participate in calibration sessions to ensure consistency in quality assessments.
Conduct feedback, coaching, and training sessions for the Customer Experience team.
Analyze quality evaluation results and prepare monthly reports for management review.
Collaborate with management to enhance call scripts, communication standards, and customer service practices across voice and non-voice channels.
Work closely with team members to address service gaps and improve customer experience.

G.C.E. Advanced Level qualification.
Professional qualification in Customer Experience, Marketing, or a related field.
Minimum 2 years' experience in a similar Quality Assurance role.
Strong analytical, communication, coaching, and reporting skills.
Knowledge and experience in the insurance industry, including new business, life insurance.

Please note all the applications should be rooted through your line manager